Global In-house Centers (GIC)

2018
For private circulation only Risk Advisory
 Global In-house Centers (GIC)

Contents
The GIC Maturity Model 4
Deloitte Modular Solution Framework for GICs 6
Brief Description of Solutions

•• Governance & Compliance 8

•• Process 14
–– Process (Operations) 15
–– Process (Monitoring) 22

•• People 24

•• Technology 28
How we have helped clients (Illustrative case studies) 30

3
Global In-house Centers (GIC) Global In-house Centers (GIC)

The GIC
Over the last few years, more than 1000 Initially, GICs were driven based on cost and
multinational corporations have established Global talent arbitrage benefits that significantly helped
In-house Centers (GICs) in India to leverage the organizations in their business functions. In today’s

Maturity Model
nation’s highly skilled, low-cost talent pool and
reduce cost of ownership and delivery. This helps
them to serve the fast-growing global and regional
markets more effectively and efficiently.
rapidly changing business environment, GICs are
looking for better ways to deliver value. This has led
to evolution of the role of GICs on the ‘Maturity curve’
from cost or resource centers to centers of excellence
delivering innovation, quality, and strategic value.

The Maturity Curve

Resource Center Quality Center Global Delivery Center Innovation Center Market Expansion
The primary objective The focus broadens to The parent leverages The focus is on Center
is to reduce cost of improving quality of the captive to manage innovating for the The parent leverages the

Maturity
ownership of certain modular products and end-to-end delivery of parent’s business –the captive not just for global
business functions and/ services through process global products through GIC is responsible innovation but also local
or provide resource that standardization and improved coordination for conceptualization market expansion and
helps the parent scale its optimization with the parent and design and delivery of management of strategic
operations other centers new products local market expansion
and management
of strategic local
partnerships

Evolution

90s 2000-2010 2010-present Future Future

•• Emergence of captives •• Transition of business •• Emergence of Global •• Global skills hub for •• Global
•• Emergence of Indian IT processes to captive Business Services the enterprise transformation &
outsourcing providers centers •• Increase in breadth, •• Generating revenue innovation partner
•• Lift and Drop approach •• IT vendors’ increased depth and coverage of impact •• Integrated

Key trends
focus on BPO + services governance &
standalone BPO •• Emergence of CoEs management of
providers (Center of Excellence) capability center
•• Increased focus on and early adoption of ecosystems
efficiency and quality analytics
•• Emergence of hybrid •• Platform based
sourcing models services from service
and focus on global providers
delivery model
4 5
Global In-house Centers (GIC) Global In-house Centers (GIC)

Deloitte Modular
Governance & Compliance
Financial Crisis Business Risk Business Ethics
Control/SOX Management Management Framework

Solution Framework
Assistance

for GICs Delegation of

Authority (DOA)
Standard Operating
Procedures (SOPs)
Fraud Risk
Management

Process Level Assurance

Co- Source/ Outsource Internal Audit
Third Party Claims Management
Employee Reimbursement Review Business Dashboards
Real Estate and Facilities Management Review
Management Information System
Process Transition Management
(MIS) Review
Operations Payables Process Review Monitoring
Compliance Framework Project Management
Contract Compliance
Cost Allocation Model Review Control Self Assessment (CSA)
Account Reconciliations
Employee Transportation Process Review

People Technology

Staff Digital / Robotic Data

Staff Augmen- Augmentation Training and ERP Imple- Process Cyber Analytics
tation Process Development mentation Automation Security
Review Advisory Review
6 7
Global In-house Centers (GIC)
Governance & Financial Controls/ SOX Assistance
Key Challenges / Focus Areas
Compliance •• Strengthening of control over key financial
reporting transactions
•• Compliance with statutory requirements
•• Internal controls are ineffective and provide
inadequate assurance to the management
Brief Description of Solution
•• Walkthrough of existing processes and sub-
processes
•• Conduct Test of Design (TOD)
•• Conduct Test of Effectiveness (TOE)
•• Identify process and entity level gaps,
improvement opportunities, and mitigation
activities / plans
•• Conduct a workshop / challenge session with
management / stakeholders
Benefits
•• Control framework that enables to achieve its
operational and financial reporting objectives
•• Increases accountability to detect and
prevent risk
•• A structured monitoring program to achieve
sustained SOX / IFC compliance
•• Board and management’s increased
confidence in the financial reporting process
8 9
Global In-house Centers (GIC)
Delegation of Authority (DOA)
Key Challenges / Focus Areas
•• Framework for Delegating authorities
•• Improper delegation
•• Coverage of all transactions in DOA
Brief Description of Solution
•• Reviews of existing roles and responsibilities
•• Data or transactions analysis/ profiling
•• Review of load balance & segregation of
duties
•• Assist management to identify personnel /
designation of delegation
•• Prepare DOA, discuss with management and
release
•• Conduct workshops
Benefits
•• Processes comply with the requirements of
policies
•• Ensuring the effectiveness of controls
supporting the exercise of authorities
•• Transactions are not processed without
adequate approvals
•• Defined roles, responsibility and
accountability
Global In-house Centers (GIC)
Crisis Management
Key Challenges / Focus Areas
•• Availability of up to date crisis management
plan
•• A significant incident that could jeopardize
critical assets, reputation and/or financial
standing
•• Brand and reputation risk
Brief Description of Solution
•• Preparation of enterprise crisis programs
•• Testing GIC’s crisis readiness using crisis
simulations
•• Responding rapidly to a crisis using
experienced crisis specialists communicate
effectively to stakeholders during a crisis
Benefits
•• Crisis situation readiness
•• Mitigating Reputational Risk
•• Minimal business disruption
•• Control over distress cost
10
Standard Operating Procedures (SOPs)
Key Challenges / Focus Areas
•• People Dependency rather than process
dependency
•• Awareness of responsibilities & timelines
•• Interface & integration between defined
policies & practices followed
•• Standardization across processes and
business unitsç
Brief Description of Solution
•• Perform process walkthroughs to
understand the “as-is” processes
•• Perform gap analysis, identify the control
gaps, improvement opportunities and
automation opportunities
•• Document “to be” processes in the standard
operating procedures
•• Conduct workshops for employees to familiarize
them with the “to–be” processes
•• Evaluation of effectiveness of the existing policies
and procedures
Benefits
•• Articulating clearly the purpose and flow of
information and documents for the
processes
•• Enabling the introduction of preventive
controls to replace backward looking reactive
mechanisms and post-mortem analyses
•• Aids in the integration of business processes
and facilitates monitoring of process efficiency
by defining realistic performance measures
Business Risk Management
Key Challenges / Focus Areas
•• Adequacy of framework to identify critical
risk affecting the organization
•• Efficient risk monitoring and reporting
mechanism
Brief Description of Solution
•• Identification of business risks
•• Assessment of risks based on discussions
with key stakeholders
•• Review of risk management process including
(monitoring & reporting of risks)
Benefits
•• More effectively identifying critical risks
to the organization and their potential
implications
•• Preparing for the unexpected by developing
risk programs capable of identifying, tracking
and management preparing to adapt or
address those risks
Global In-house Centers (GIC)
Fraud Risk Management
Key Challenges / Focus Areas
•• Adequacy of framework to identify critical
fraud risk affecting the organization
•• Efficient risk monitoring and reporting
mechanism
Brief Description of Solution
•• Fraud risk assessment
•• Developing key policies
•• Defining control system
•• Implementing and monitoring the
effectiveness of controls
Benefits
•• An effective fraud risk management
framework will enable organizations to have
controls that first prevent the fraud from
occurring, detect as soon as fraud happens
and respond effectively to fraud incidents
when they occur
11
Global In-house Centers (GIC) Global In-house Centers (GIC)

Business Ethics Framework

Key Challenges / Focus Areas

•• The “tone at the top”, including explicit moral
guidance is not established and extent of its
communication throughout the organization
is not adequate

Brief Description of Solution

•• Code of Conduct development, roll-out,
awareness and signoff
•• Investigation and action measures
•• Insider trading policies
•• Setting up policies for both Vendors and
employees
•• Global Market Policies

Benefits
•• Attention to business ethics promotes
business sustainability
•• Ethics programs align employee behaviors to
the management tone to the top, inline with
management vision and mission

12 13
Global In-house Centers (GIC)
Process Process (Operations)
Co-Source/ Outsource Internal Audit
Key Challenges / Focus Areas
•• Inadequate / unavailable independent
assurance that an organization’s risk
management, governance, and internal
control processes are operating effectively
Brief Description of Solution
•• Walkthrough of existing processes
and sub-processes
•• Conduct risk assessment and prepare risk
programs
•• Identify samples and conduct deep dive
reviews of the process, underlying documents
and transactions.
•• Identification of Gaps and process deficiencies
•• Develop recommendation and corrective
plans
Benefits
•• Effectively identifies critical risks to the
organization and their potential implications
•• Identifies opportunities for value creation
•• Preparing for the unexpected by developing
risk programs capable of identifying,
tracking and management preparing to
adapt or address those risksEnsuring there
are appropriate monitoring and exception
reports in place
14
Global In-house Centers (GIC)
Third Party Claims Management
Key Challenges / Focus Areas
•• Processing of invalid claims
•• Over / Duplicate payment of claims
•• Absence of Supporting Evidences
•• Non-adjustment of advances
•• Payments without approvals as per DoA
Brief Description of Solution
•• Review of accounting of claims, policies and
procedures
•• Identify samples to be reviewed
•• Review of evidences relating to the claims
•• Review of approvals in accordance with the
DoA
•• Identification of Gaps, process deficiencies
•• Assistance in remediation of Gaps identified
Benefits
•• Ensuring appropriate policies and
procedures are in place
•• Claims are claimed and paid in accordance
with the existing approved policies
•• Appropriate controls and adequate SoD for
claims authorizations
•• Ensuring there are appropriate monitoring
and exception reports in place
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Global In-house Centers (GIC)
Employee Reimbursement Review
Key Challenges / Focus Areas
•• Processing of invalid claims
•• Over / Duplicate payment of claims
•• Absence of Supporting Evidences
•• Non-adjustment of advances
•• Payments without approvals as per DoA
Brief Description of Solution
•• Review of accounting of claims, policies and
procedures
•• Review of evidences relating to the claims
•• Review of approvals in accordance with the
DoA
•• Identification of Gaps, process deficiencies
•• Assistance in remediation of Gaps identified
Benefits
•• Processing of invalid claims
•• Over / Duplicate payment of claims
•• Absence of Supporting Evidences
•• Non-adjustment of advances
•• Payments without approvals as per DoA
16
Real Estate and Facilities Management Review
Key Challenges / Focus Areas
•• Adequacy of controls over vendor on
boarding/ selection
•• Standardized and legally vetted terms and
conditions
•• Approval of contracts in line with DoA
•• Monitoring of contractual terms and
conditions
Brief Description of Solution
•• Vendor Onboarding review
•• Contracting and Compliance review
•• Review of SOPs and existing documentation
•• Analyzing deficiencies
•• Reporting of Gaps and providing
recommendations
•• Monitoring of performance & payments
Benefits
•• Better control over maintenance expenses
•• Enhanced controls over vendor onboarding
Process Transition Management
Key Challenges / Focus Areas
•• Inability to Scale
•• Non - compliance to regulatory requirements
•• Employee / customer dis-satisfaction
•• Ineffective co-ordinations between functions
Brief Description of Solution
•• Prepare transition and mitigation plan, along
with list of regulatory requirements
•• Establishing controls for Transition
•• Concurrent testing of controls and fixing of
accountabilities
•• Post transition set up
•• Reconciliation of asset counts
•• Ensuring continuity of operations
Benefits
•• Comprehensive coverage of all critical
activities
•• Seamless coordination between various
functions
•• Minimal destruction to the ongoing regular
business activities
•• Pro-active identification of transition related
risks and mitigation plan
Global In-house Centers (GIC)
Payables Process Review
Key Challenges / Focus Areas
•• Over / Duplicate payment of invoices
•• Payment processing without adequate
supporting evidences
•• Non-adjustment of advances
•• Payments without approvals as per DoA
Brief Description of Solution
•• Process review of accounting of claims,
policies and procedures
•• Identify document requirement, payment
threshold and DOA
•• Verification of Purchase order/agreements
with the vendor
•• Verify relevant supporting documents / Invoice
•• In case of exceptional payments send to SOA
personnel for approval
Benefits
•• Ensuring appropriate policies and
procedures are in place
•• Invoices are duly authorized as per SOA
and paid in accordance with the existing
approved policies
•• Appropriate controls and adequate SoD for
invoices authorizations
•• Ensuring there are appropriate monitoring
and exception reports in place
17
Global In-house Centers (GIC)
Compliance Framework
Key Challenges / Focus Areas
•• Implement regulatory compliance framework
or plan
•• Proactively prevent regulatory non compliance
•• Assess compliance frameworks for alignment
with risk appetite and strategic objectives
Brief Description of Solution
•• Develop a Compliance philosophy and
checklist, and document the roles and
responsibilities Develop a compliance
repository of applicable regulatory and
statutory laws
•• Conduct compliance review by testing actual
documents to identified non compliances
•• Prepare report and discuss with relevant
stakeholders
Benefits
•• Documented approach to compliances
•• Continuous update on the happenings
•• Accountability for Compliances
•• Escalation matrix for non-compliances
18
Contract Compliance
Key Challenges / Focus Areas
•• Total amount charged to the company
exceeds the permissible payment amount as
per work order
•• Incorrect rates, absence of relevant
underlying documentation
•• Incorrect mark-ups
Brief Description of Solution
•• Contract management framework review
including assessing contract life cycle,
Identifying contractual process maturity
level, Identify process gaps and develop
recommendations
•• Identify high risk contracts, and review
operational and financial compliance at
transactional level.
•• Develop recommendations
Benefits
•• Better visibility into operations and
management of risks of third parties,
reduced costs
•• Reduced revenue and cost leakages
•• Deep understanding of contract terms
•• Improved relationships and increased trust
with third parties
•• Flexibility to ramp up/down assessments
Cost Allocation Model Review
Key Challenges / Focus Areas
•• Improper/ inaccurate allocation of cost
•• Inability to make accurate/ timely decisions
relating to cost
•• Unavailability of effective/ accurate data for
decision making
Brief Description of Solution
•• Understand Direct / indirect costs involved in
providing services, project and skill set
•• Conduct analysis based on past data of
employee utilization, growth trends and
schedule of charges for various services and
amenities
•• Prepare pricing template and take
management buy-in
•• Conduct workshops
Benefits
•• Accurate cost and profitability
•• Cost allocation model for future business
•• Accurate decision making
•• Accurate and complete cost allocation
Global In-house Centers (GIC)
Account Reconciliations
Key Challenges / Focus Areas
•• Standardized process for account
reconciliations
•• Segregation of duties (adequacy of maker
checker controls)
•• Non reconciling balances in accounts
•• Aged reconciling items in accounts
Brief Description of Solution
•• Define standard process for account
reconciliations
•• Implementation and review of controls to
ensure completeness & accuracy of account
reconciliations
•• Root cause analysis of non reconciling items
and aged items in accounts
Benefits
•• Standardized process of account
reconciliations
•• Elimination of accounting errors
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Global In-house Centers (GIC) Global In-house Centers (GIC)

Employee Transportation Process Review

Key Challenges / Focus Areas

•• Inefficiencies in day to day operations
impacting employees
•• Processes are people dependent and not
documented
•• Dealing with unorganized vendor market
•• Non-compliances with existing contractual
terms and conditions
•• Accounting of transport costs

Brief Description of Solution

•• Detailed Employee Transportation Process
Review to identify process/ control gaps
•• Assistance for remediation of identified
process/ control gaps
•• Designing of Standard Operating Procedures
(SOP) for Employee Transportation Process

Benefits
•• Robust and scalable process documentation
•• Enhanced controls around routing and
scheduling
•• Enhanced controls around payments
•• Enhanced controls over compliance

20 21
Global In-house Centers (GIC)
Process (Monitoring)
Business Dashboards
Key Challenges / Focus Areas
•• Availability of structured data for analytics
•• Availability of information for decision
making
Brief Description of Solution
•• Identifies key matrices, performance
indicators and key factors impacting
business performance
•• Dashboards provides critically identified
information on real time basis
•• Provides insight and underlying for
management forecast
Benefits
•• Real time dashboards and data
visualization for reporting
•• Broader coverage and sharper focus
•• Provides key information for business
decision making
22
Management Information System (MIS) Review
Key Challenges / Focus Areas
•• MIS is not aligned as per book of accounts
•• Inconsistent application of policies
•• Deviation between MIS vis-à-vis business
plans, resulting into risk of non-achievement
of business goals
Brief Description of Solution
•• MIS drawn in accordance with the books of
accounts
•• MIS is in conformity with the existing
practices
•• Evaluate consistency in application of
company policies
•• Identify gaps, develop recommendation and
take management buy-in
Benefits
•• Accuracy in financial reporting
•• Greater management reliance
•• Thorough check of the financials
•• Preventive check in place, to identify gaps
and solutions
Project Management
Key Challenges / Focus Areas
•• Adequacy of project management and
monitoring mechanism
•• Project costing & monitoring of expenses
•• Delayed project delivery / project delivery
not in line with expectations
Brief Description of Solution
•• Development of project budget and
schedule
•• Assistance in drafting RFP and Tender
Documents
•• Monitoring and reporting project
execution
Benefits
•• Project management provides a
“roadmap“, foresee the exception and
leads to better management of the
projects
•• Enhanced Effectiveness in Delivering
Services
•• Improved / Increased / Enhanced
Customer Satisfaction
Global In-house Centers (GIC)
Control Self Assessment (CSA)
Key Challenges / Focus Areas
•• Adequacy of internal controls policies and
procedures
•• Pre-defined accountability
•• Increase audit fatigue due to complete
universe testing
Brief Description of Solution
•• Develop control self assessment framework
and checklists
•• Review implementation and test
effectiveness of the framework
•• Assistance in continuous auditing and
monitoring
Benefits
•• Inculcates a culture of self-accountability
across the organization and reduces
independent testing effort
•• Enables benchmarking business units
against each other and against leading
industry practices
•• Prioritizes independent testing efforts in
high risk areas
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Global In-house Centers (GIC) Global In-house Centers (GIC)

People Staff Augmentation Process Review

Key Challenges / Focus Areas
Staff Augmentation
Key Challenges / Focus Areas
•• Mapping of ‑ definitions •• Availability of resources with required skill
•• Appropriate data access to contract staff sets to perform business operation

•• Contractor non-compliant with key statutes •• Significantly high training and development
cost for resource readiness
•• Bandwidth of existing staff
•• Increase in staff attrition

Brief Description of Solution Brief Description of Solution

•• Walkthrough of existing processes •• Resources with matching skill sets,
•• Review contractor agreements, KPIs, billing operational from first day of work initiation
and access levels •• Provides insight based on past experience
•• Identify samples and conduct deep from similar and different sectors
dive reviews of the process, underlying
documents and transactions.
•• Identification of Gaps and process
deficiencies
•• Develop recommendation and corrective
plans

Benefits Benefits
•• Vendor Management and disputes •• Lower turn around time, from recruitment
resolution on billing to job allocation
•• Compliance with key statutes •• Lower / negligible training cost
•• Contractor invoices are validated before •• Across sector expertise
payment.
•• Data access and data security
•• Enhanced control over monitoring of time
sheets

24 25
Global In-house Centers (GIC) Global In-house Centers (GIC)

Training and Development

Key Challenges / Focus Areas

•• Focused / customized training programs for
employees
•• Employee training needs are not identified
and acted upon

Brief Description of Solution

•• Training program designed as per
employee needs to enhance knowledge and
productivity
•• Training conducted considering real
business scenario and issues, making
employee equipped to perform in typical
business situation

Benefits
•• Increased job satisfaction and morale
among employees. Increased employee
motivation. Increased efficiencies in
processes, resulting in financial gain.
Increased capacity to adopt new
technologies and methods

26 27
Global In-house Centers (GIC) Global In-house Centers (GIC)

Technology Digital / Robotic Process Automation

Key Challenges / Focus Areas
Data Analytics
Key Challenges / Focus Areas
•• Process selection for Robotic Process •• Availability of structured data for analytics
Automation (RPA) •• Unavailability of information for decision
•• Development of ‘fail safe’ bots making
•• Change management

Brief Description of Solution Brief Description of Solution

•• BOT Control Architecture - Strategy, design •• Trend Analysis (comparison of the same
and review item over a significant time period to
•• Compliance Optimization & Modernization detect a general pattern of a relationship
between factors)
•• Application License Compliance
•• Outlier based analysis to identify events
•• Controls Automation
that are outside the scope of what is
•• Process and Access Control Design and considered a normal range and which
implementation could potentially lead to exceptions
•• Development/ modification of existing •• Exception based analysis to identify events
policies and procedures including new/
that clearly breach the business rules
revised delegation of authority
defined for a particular process
•• Review process design and accuracy of input
data provided to the robot
•• Post implementation special reviews
to ascertain achievement of business
objectives/ ROI

Benefits Benefits
•• Higher average availability than humans •• Real time dashboards and data
•• Increased Efficiency / FTE benefits visualization for reporting

•• Higher Volume Tolerance •• Broader coverage and sharper focus

•• Greater Accuracy / Risk Management •• Insight and foresight

•• Process Enhancement

28 29
Global In-house Centers (GIC)
How we have helped clients Assessment of compliance framework
(Illustrative case studies)
Objective
•• Assis the Management in assessing
the India statutory compliance status
as required under section 134 of the
Companies Act 2013 for GIC of a leading
global financial institution
Benefits
•• Platform was established for setting up the
mechanism as required under Companies
Act 2013
•• List of Statutes which the Company was not
aware of and had to comply
•• Incorrect / incomplete compliances
requiring corrective action from the
Company
30
Global In-house Centers (GIC)
Work done
Understand and develop
•• Understood the nature of business through
discussions with identified functional heads
of the organisation
•• Identified statutes applicable to the
Company based on the nature of
operations
•• Discussed the list of statutes with each
functional heads to clarify the applicability
•• For the finalised list of statutes developed
questionnaire for each statute including
recent changes/amendments, notifications
etc
•• Discussed the questionnaire with the
stakeholders to explain the contents and
the expectations from the stakeholders
Assess and report
•• Circulated the questionnaire to the
functions and obtained responses on
compliance
•• Obtained the list of completed
questionnaire from stakeholders &
prepared a compliance dashboard to
present it to the senior management for
continuous monitoring of compliance
31
Global In-house Centers (GIC) Global In-house Centers (GIC)

Partner review for compliance and efficiencies

Objective Work done

•• Verify Company’s compliance with the revenue recognition Planning

requirements of the Securities and Exchange Commission •• Determine project scope
(SEC) and external auditors
•• Conduct Business Risk Assessment and
•• Assess Company’s Partner compliance status with operation Walkthroughs with key process owners
programs and contractual T&C
•• Evaluate efficiency of Company’s internal operational and
Fieldwork
compliance controls
•• Conduct walkthroughs with key process
•• Identify areas and opportunities for process improvements
owners
•• Potential Partner visits
Benefits
•• Perform analyses
•• Cost savings and timely completion of •• Complete tests of examination
consulting projects by addressing the
•• Interim updates to management
extra ordinary delays in implementation of
solutions and strengthening of monitoring
Reporting
•• Plugged leakages on account of favoritism
whereby a few partners were paid excess •• Review preliminary findings with business
commissions owners
•• Streamlined revenue recognition through •• Conduct close meetings with business
establishing documentation standards for owners
revenue booking and review mechanism •• Issue Management Report

32 33
Global In-house Centers (GIC)

Contacts
Anthony Crasto
Partner | Risk Advisory
acrasto@deloitte.com

Chandrashekhar Mantha
Partner | Risk Advisory
cmantha@deloitte.com

Mahesh Ramakrishnan
Partner | Risk Advisory
rmahesh@deloitte.com

Nitin Naredi
Partner | Risk Advisory
nitinnaredi@deloitte.com

34
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